Damage

[Dawn47]

I am a new host - my second guest left this morning.  When I've cleaned the room, I notice that the duvet cover is ripped.  I've sent her a message saying it would have been nice to have been told.  However I've still not had a reply.  Any suggestions?

[David-and-Fiona0]

We treat damage to linen as simply part of doing business. 

[James1]

If the duvet was costly, you need to put in a claim within 48 hours after the guest checked out. Take photos and get an estimate to repair/replace the damaged item. Also any before photo of the item would be helpful. You also should prepare yourself for a possible bad review, especially if the guests disputes/denies they did the damage, since you have already raised the issue with the guest. In the future buy inexpensive Ikea duvet covers and chalk them up to wear and tear.

[Andrew159]

I had a similar experience recently, texted my guest who just left about small damages and a missing towel and she wrote me a very bad review. What I've gathered from this experience is never ever confront a guest, go straight to the resolution center, if they put down a deposit, along with your proofs and photos you might get something back. How to avoid the imminent backlash of a bad review? Don't give them a review! Since a review needs both sides before it post, the most likely bad incoming review shouldn't post and you can still deal with the issue through the resolution center. I think!

[Linda108]

@Andrew159 may be mistaken about the requirement that both sides have to review to post.  What Air BNB does with reviews is post them when both are completed within the 14 day period.  After 14 days the one or both reviews are posted.  Failing to leave a guest review does not prevent the host review.  Always leave a review about a guest especially if there has been any question of the guest's treatment of your space and contents.  The host has the additional opportunity to respond to any review so negative issues can be addressed in the response.

[Sandra227]

Linda I believe you're right. Though I think you only have 'within' the 14 day period to respond to the review. So in essence you actually want both to post as soon as possible to leave you enough time to address any issue or guest negativity. Hopefully someone can correct me if that's not the case.